001AHI - Customer Success Operations Manager

Name of the position: Customer Success Operations Manager

Location: Coimbatore 

No. of resources needed: 01

Mode: Fulltime 

Years of experience: 7+ Years 

Shift : US shift (7 PM to 4 AM)

• Administrative Support: Handle routine paperwork, data entry, and documentation maintenance, such as updating client profiles, knowledge bases, internal reports, and writing drafts of Statements of Work (SOWs) for review by Account Managers.
• Scheduling and Coordination: Schedule interviews for new resources, client meetings, or training sessions; coordinate cross-functional activities like resource allocation and collaborate with the Talent Acquisition team on sourcing, screening, and onboarding needs.
• Onboarding and Offboarding Resources: Manage the end-to-end process for onboarding new team members or consultants (e.g., setup in systems, training coordination, and Background Verification/BGV processes) and offboarding (e.g., access revocation, knowledge transfer) to ensure compliance and seamless transitions.
• Logistics Management: Coordinate shipments of equipment like laptops or other hardware for resources, tracking delivery and resolving any delays.
• Timesheet and Compliance Follow-Up: Monitor and follow up on timesheets for resources, ensuring accuracy, timely submission, and compliance with company policies or client contracts; assist with BGV follow-ups as needed.
• Issue Resolution for Resources: Address day-to-day issues faced by resources (e.g., technical glitches, access problems, or workflow bottlenecks) through ticket management, escalation to relevant teams, and quick fixes.
• Reporting and Metrics Tracking: Compile basic reports on resource utilization, account health, or operational metrics; prepare monthly client meeting reports summarizing key discussions, action items, and outcomes; assist in drafting Quarterly Business Review (QBR) reports with data aggregation, visualizations, and initial insights to support AM presentations.
• Process Optimization: Identify inefficiencies in CS operations, automate repetitive tasks (e.g., notifications or reports), and maintain internal systems like CRMs or customer success platforms.
• Cross-Functional Collaboration: Work with HR, IT, finance, Talent Acquisition, and other departments to streamline processes, such as billing inquiries, support tickets, or SOW finalizations.

• Attention to detail
• Ability to design process and implement them for Customer Success Operations
• Should be independent, self-driven and self-motivated.